Bilingual (Spanish) Customer Service Representative
Location: Glens Falls, NY
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Under direct supervision, builds and maintains effective relationships primarily with customers, handling a high volume of inbound calls in Spanish and English. As a bilingual trainee, provides telephonic customer service at a level consistent with Travelers' Business Center quality and productivity goals. Assists customers with policy inquiries and changes, billing questions and technical support. This job does not manage others.
Based on customer situation, provide policy options such as additional deductible, basic coverages and discounts in Spanish and English. Responds to customers/agents requests for quotes or changes to existing policies in Spanish and English. Reviews cancellations and reinstatements and makes appropriate decisions to resolve with guidance. Resolves service-related complaints and complex calls (Spanish and English) with guidance from others on more complex calls. Assist customers with simple intent calls in Spanish and English. Acts as online billing systems and agency portal website expert to provide proactive agency and customer support in Spanish and English. Identifies new business opportunities driven by customer/agent request where appropriate, which includes both coverage and product. New business requests will be transferred as appropriate. Ensures current and complete documentation of account notes in English. Other duties as assigned
Some college preferred. Prior insurance and/or call center experience a plus. Resident Property and Casualty or Personal Lines Insurance License preferred
Technical knowledge: Solid math and analytical skills. Strong keyboard skills and system navigation experience. Customer service: Able to meet quality and customer experience expectations. Ability to diffuse and assist irate callers. Communication skills: Exceptional oral and written communication, keyboard, and system navigation skills. Problem solving and decision making: Good decision making skills to handle requests, resolve issues and develop risk based on company guidelines. Seeks assistance on non-routine matters
High school diploma or GED. Fluent in Spanish language-required.
Travelers is an equal opportunity employer.